Sr. Knowledge Management Specialist

Genesys

Chennai, India
**
Knowledge management strategy
Service desk performance improvement
Servicenow knowledge management
** Genesys is seeking a Sr. Knowledge Management Specialist to enhance service desk performance in Chennai, India. The role involves driving knowledge management strategies, improving training and onboarding processes, and leveraging AI tools to optimize knowledge sharing and support outcomes. **

Job Summary

  • Drive continuous improvement in service desk performance by identifying knowledge gaps, enhancing content quality, and enabling support teams.
  • Partner with Support Operations, QA, and Training to drive the effectiveness of the service desk knowledge ecosystem, ensuring agents have timely access to accurate, actionable knowledge.
  • Leverage AI tools to identify knowledge gaps, trends, and content improvement opportunities from support data and user interactions.

Matching Summary

Match Score: 75

** Genesys is seeking a Sr. Knowledge Management Specialist to enhance service desk performance in Chennai, India. The role involves driving knowledge management strategies, improving training and onboarding processes, and leveraging AI tools to optimize knowledge sharing and support outcomes. **

Skills & Requirements

Must-have

  • Knowledge Management Strategy
  • Service Desk Performance Improvement
  • ServiceNow Knowledge Management
  • AI tools for knowledge gaps
  • Content governance models

Nice-to-have

  • SaaS or CX environments
  • Knowledge-Centered Service methodology
  • Global cross-functional teams

Key Requirements

  • 4–7 years of experience
  • Bachelor's degree
  • ServiceNow or similar platforms
  • AI/automation concepts
  • Analyze support data

Work Rights

Not specified

Tailored Resume

Cover Letter